Pelatihan Customer Service Excellence Pada Karyawan RSCM Kirana

Gracia Rachmi Adiarsi, Rani Chandra Oktaviani

Abstract


Abstract. All institutions that seek profit or non-profit, either service or product companies feel important in establishing cooperation and communication with customers. One health care institution, RSCM Kirana eye health hospital, considers it important and urgent to conduct good service training for customers considering the competition in the field of health services. From the observations and discussions review with RSCM Kirana, this community service was carried out in the form of customer service excellence training to a number of employees and divisions related to the implementation of services. The implementation of the training combines the concept of "customer service excellence" and training practices. This training can change the level of confidence and skills in providing services by employees based on the results of the pre-test and post-test evaluations. Evaluations come from the trainers and representative of employees. The recommendation for management that should conduct customer service excellence training before employees will be placed in the customer service position. This is useful for providing employees with knowledge and skills in serving customers.

 

Abstrak. Semua institusi baik itu institusi profit maupun non-profit, baik perusahaan jasa atau produk merasa penting dalam menjalin kerjasama dan komunikasi dengan customer. Salah satu institusi jasa kesehatan yaitu RSCM Kirana Jakarta rumah sakit kesehatan mata menganggap penting dan mendesak (urgent) untuk melakukan pelatihan layanan yang baik terhadap customer mengingat persaingan di bidang layanan kesehatan. Dari hasil observasi dan diskusi dengan pihak RSCM Kirana maka pengabdian masyarakat ini dilakukan dalam bentuk pelatihan customer service excellence kepada sejumlah karyawan dan divisi yang berkaitan dengan pelaksanaan jasa pelayanan. Pelaksanaan pelatihan mengkombinasikan konsep “customer service excelence” dan praktik pelatihan. Berdasarkan hasil evaluasi pre-test dan post-test dari tim pelatih serta evaluasi dari perwakilan manajemen karyawan RSCM Kirana, pelatihan ini dapat merubah tingkat kepercayaan diri dan keterampilan dalam memberikan layanan oleh karyawan RSCM Kirana Jakarta. Adapun rekomendasi bagi pihak manajemen ialah sebelum karyawan ditempatkan pada posisi layanan customer sebaiknya dilakukan pelatihan customer service excellence terlebih dahulu. Hal ini berguna untuk membekali karyawan tentang pengetahuan dan ketrampilan dalam melayani customer.


Keywords


customer service

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DOI: https://doi.org/10.29313/ethos.v7i1.3970

DOI (PDF): https://doi.org/10.29313/ethos.v7i1.3970.g2537

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